Presented on April 16, 2011 at the 2011 American Medical Group Management (AMGA) Annual Conference in Washington, DC
Dr. Randall Huss, President, Mercy St. John's Clinic - Rolla Division
Gerald Dowdy, Vice President, Mercy St. John's Clinic - Rolla Division
Whitney Churchill, AIA, Architect, The Neenan Company
Dan Garofalo, Vice President Business Development, The Neenan Company
Using the acclaimed and highly innovative St. John's Clinic - Rolla facility as the kick-off for discussion, the presenters described how the Lean facility design served to drive Lean process improvement and a new model of patient-centered care. Presenters provided one-and-half-year follow-up data, including voice of the customer surveys, patient satisfaction, call center metrics, provider feedback, and lessons learned. An emerging national trend in healthcare organizations utilizing Lean facility design, as well as results that can be obtained, was discussed.